Workplace Solutions Manager

From commercial office space and manufacturing to multi-site retail portfolios, we manage and support over 1 billion square feet of facilities space for the nation’s leading organizations. We provide comprehensive facility services ranging from mechanical maintenance and self-performed, site-based operations to energy-efficiency upgrades and supplier-managed interior/exterior maintenance.

About the role

The Workplace Solutions Manager is responsible for the leadership, coordination, and execution of workplace and soft services operations across multiple pharmaceutical laboratory and office facilities throughout Massachusetts. This role ensures the delivery of safe, compliant, clean, secure, and highly functional work environments that support scientific research, business operations, and employee experience. The Workplace Solutions Manager oversees vendor performance, quality assurance programs, special cleaning initiatives, security service providers, and site-level operational standards while directly managing two Site Coordinators. The position serves as a key liaison among Facilities, EHS, Security, Procurement, and business stakeholders to drive service excellence, regulatory compliance, and continuous improvement across the assigned portfolio.

Responsibilities

• Lead day-to-day soft services operations across multiple laboratory and office facilities, ensuring consistent service delivery and adherence to organizational standards.
• Conduct routine site visits, inspections, and operational walkthroughs to evaluate cleanliness, appearance, safety, and overall workplace conditions. Identify service deficiencies, document findings, implement corrective actions, and ensure timely issue resolution.
• Maintain workplace readiness and support business continuity objectives across all assigned sites.
• Manage third-party service providers, including janitorial, waste management, recycling, pest control, security, and other workplace service vendors.
• Monitor vendor performance against established service level agreements (SLAs), key performance indicators (KPIs), and contractual obligations.
• Coordinate contract scopes of work, scheduling, service modifications, and renewal support activities.
• Review vendor invoices and collaborate with Procurement and Finance teams to ensure billing accuracy and contract compliance.
• Develop and maintain inspection programs, audit processes, and quality assurance standards for all soft services.
• Create and maintain inspection reports, compliance records, corrective action plans, and service performance documentation.
• Ensure compliance with company policies, EHS requirements, GMP-adjacent workplace standards, and applicable regulatory requirements.
• Support audit readiness initiatives and participate in workplace compliance assessments as needed.
• Lead special cleaning and workplace service projects, including deep cleans, renovation cleanups, occupancy changes, contamination response coordination, and other site enhancement initiatives.
• Partner with Soft Services Lead and site stakeholders to plan project activities and minimize operational disruption.
• Coordinate project schedules, vendor resources, communication plans, and post-project quality verification.
• Manage relationships with contracted security providers and support overall workplace security initiatives.
• Assist with security-related projects involving access control systems, badging processes, visitor management programs, and emergency preparedness activities.
• Collaborate with Security, EHS, and site leadership teams to support incident response and business continuity planning.
• Directly supervise and mentor two Site Coordinators. Establish performance expectations, goals, and development plans aligned with organizational objectives.
• Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and ongoing development discussions.
• Foster a culture of accountability, customer service, teamwork, and operational excellence.
• Support workplace-related incident response activities, including water intrusion events, sanitation concerns, environmental incidents, and security-related events.
• Coordinate remediation efforts with vendors, internal stakeholders, and external service providers.
• Participate in after-hours support activities when required for emergencies, special projects, or business-critical events.
• Drive initiatives focused on improving workplace quality, operational efficiency, service consistency, and cost effectiveness.
• Analyze vendor performance metrics and workplace trends to identify opportunities for process enhancements.
• Recommend and implement best practices that strengthen the employee and visitor experience while supporting organizational objectives.

Requirements

• Bachelor's degree in Facilities Management, Business Administration, Environmental Health & Safety, or a related field; equivalent combination of education and experience will be considered.
• Minimum of five (5) years of experience in facilities management, workplace operations, or vendor management within a multi-site environment.
• Experience within pharmaceutical, biotechnology, life sciences, healthcare, or laboratory environments strongly preferred.
• Demonstrated success managing janitorial services, security providers, and specialty cleaning vendors.
• Proven experience supervising and developing direct reports.
• Knowledge of workplace compliance requirements, EHS standards, and security procedures applicable to laboratory and office environments.

Qualifications

• Professional certifications such as IFMA Facility Management Professional (FMP), Certified Facility Manager (CFM), Sustainability Facility Professional (SFP), BICSc, or equivalent credentials.
• Ability to read and interpret documents such as safety rules, operating maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspond accordingly.
• Ability to speak effectively before groups of customers or employees of an organization.
• Strong organizational, project management, communication, and problem-solving skills.
• Proficiency with Microsoft Office Suite and facility management software platforms.
• Valid driver's license and ability to travel extensively between assigned sites.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
• Occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• Must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required include the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; outside weather conditions; extreme cold; extreme heat; risk of electrical shock; explosives; risk of radiation; and vibration.
• The noise level in the work environment is usually moderate.